Observations Premise: Clients are becoming ever more quality-sensitive. Challenge: How an organization with a standardized service model can repeatedly delight customers whose expectations grow with every interaction? Critical aspects of client experience: Smooth onboarding – a warm welcome Service excellence – a zero-error product Anticipatory service – a proactive approach Graceful separation (if need be) […]
I like the idea of rotating points of contact for vendors – this way we get a fresh perspective and keep vendors engaged We should continuously vet vendors. That way we know the landscape. We can maintain a list of approved vendors per category – this can create a lot of flexibility Scaling demands structure […]
Think in roadmaps Create service roadmaps for each product and group Review product roadmaps regularly Seek opportunities for functional integration Create a roll-up roadmap to stay aligned and fast-track high-impact initiatives Think OKRs – there is no better tool Unit economics Create guidelines for product development and optimization For example: set ideal ARPU, minimum margins, […]
Listen to the universe Listen! Your world is likely speaking to you daily. The daily obstacles you and your team face are the treasure trove of opportunities needed to streamline your operations improve your team culture. Indeed, the obstacles are the path, and distilling sustainable solutions out of them is the name of the game. […]
Welcome to the jungle Let’s start with a natural system. Enter a forest for example. It is comprised of many plant species that can thrive at different levels: trees, shrubs, heather, grass, moss, etc. Within each layer, there are types of plants that like: more or less light, more or less water. And each plant […]
What is enterprise SEO? Enterprise SEO is the practice of optimizing a large website with hundreds or thousands of webpages to rank for relevant search queries. It involves using a website’s content, technical setup, and overall online presence to appear in search results for keywords that potential customers search for. The main difference between enterprise […]
Complexity is a cost both in science and in business The second law of thermodynamics states that every closed system grows disordered with time. This holds for all physical systems from the universe to your garden, your kitchen cabinets, and your work systems. Human nature, however, likes order. We constantly strive to work in the […]
“If you know the enemy and know yourself, you need not fear the result of a hundred battles.” Sun Tzu You have to know your site, your team, and your customers and be creative – that is a given. You have to know the landscape and what everyone else that matters is doing. So for […]
Optimal organizational structure is essential There is a lot written on the topic of making organizations more efficient. Structure is important but people are more important. Structure is ultimately there to catch the mistakes of people. And we all make mistakes so a framework is necessary for scaling. If you have the right structure supporting […]
This is primarily a summary of the book Thinking in Systems by Donella Meadows. I have used Bard and ChatGPT along the way so this is mostly written by them. See notes after each section. I have used this as an exercise in summarising the book as well as testing the two models. Bard’s initial […]